Miss P complained that Hywel Dda University Health Board had not provided a response to her complaint, which she made to it, in July 2025.
The Ombudsman found that the Health Board had failed to provide regular and meaningful updates to Miss P and had not issued its complaint response. She said that this caused frustration and uncertainty to Miss P. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to write to Miss P with an apology and explanation for the delay in issuing its complaint response, provide a further apology for the lack of regular and meaningful updates, offer to pay £150 to Miss P in recognition of her time and trouble in making her complaint to the Ombudsman and to issue its complaint response within 30 working days.